Editing an Investigation
You can edit existing Observations, Root Causes, or Solutions in an Investigation while working on a Case. Editing investigation items allows Remote Service Engineers (RSEs) to update findings, correct errors, refine the troubleshooting record as new information becomes available, and keep investigation data accurate and relevant to the Case. If the Case converted to a Work Order for the same Installed Product, the Investigation can be continued in the Work Order so that all findings are carried forward. For more information, see Continuing an Investigation from a Previous Transaction.
To edit investigation items:
1. Locate the Cases by searching in the sidebar or selecting it from the Cases tab, and then click the Case number to open it.
The selected Case is displayed.
2. Select the Investigations tab.
The Investigation widget displays all Observations, Root Causes, and Solutions grouped in separate sections.
In the Observations, Root Causes, or Solutions section, locate the item that you want to update.
◦ ✓ (Green Check) — Sets the status to Observed when the item is an Observation, Confirmed when it is a Root Cause, and Worked when it is a Solution.
◦ ✗ (Red X) — Sets the status to Not Observed when the item is an Observation, Not Cause when it is a Root Cause, and Failed when it is a Solution.
◦ ? (Yellow Question Mark) — Sets the status to Possible when the item is an Observation, Potential when it is a Root Cause, and Hypothesis when it is a Solution.
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When you update the status of any item, that item automatically moves to the top of its section to reflect the latest change.
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Status changes are automatically saved when you select an icon.
Hovering over any status icon displays a tooltip showing the corresponding status name (for example, Confirmed). You can hover over the Origin icon to view the most recent editor’s name and the timestamp of the update in your local time zone.
3. To remove an item, hover over the item’s row in the required section (Observations, Root Causes, or Solutions) to display the Trash icon, and then click the Trash icon.
The Remove Item pop-up window is displayed.
4. Click Remove to confirm and proceed.
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• You can add the same dictionary item again later, if needed.
• Removing a dictionary items do not affect its association with the Installed Product or Case.
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